Order refund

What this solution does

The Order Refund module supports the entire return process from the submission of a request to the reimbursement of funds. The customer creates a request in their personal account, after which a manager reviews it in the administrative panel and processes the return. The module allows removing items from an order, refunding money, closing or recreating the order, and performing other necessary actions.

Features for the customer

Selection of an order and items for return in the personal account.

Submission of a return with a specified reason and attached files.

Viewing a list of personal returns and a return page showing the status and manager's comment.

Features for the manager

List of returns with filtering and search, ability to add a comment for the customer.

Manual creation of a return in the administrative panel, for example, based on a customer phone call or email.

Modification of the composition, amount, type, and method of money refund before execution begins. The manager selects the type and method; the customer does not specify these parameters.

Reference list of return reasons in the administrative panel. A single reason can be specified for the entire return or for each item; this is set via the form component parameter.

The module processes order refunds step by step. It automatically returns funds, removes items from the order and shipments, and cancels or recreates the order. If a step cannot be performed automatically (for example, if the payment system does not support refunds), the module marks it for manual execution and provides instructions.

Manual step management allows each step to be marked as completed or undone, or launched separately outside the main queue. The log records all execution attempts and does not overwrite previous entries.

The refund archive enables moving operations to the archive and restoring them to active work.

Website components

A ready-made refund section in the personal account consists of five components. The comprehensive component connects the entire section at once and supports clean URLs.

Three templates are provided: custom layout, Bootstrap 4 layout, and a minimal template without CSS or JS as a base for custom design.

Form settings include selecting required fields, setting comment length limits, displaying product images, and specifying the reason for return (one reason for the entire order or a separate reason for each item).

Refunds and receipts

Funds are returned through the payment system used for the original order, if it supports refunds, or to the buyer's internal account.

The module controls refund receipt generation. Since 1C-Bitrix does not automatically create such receipts, the solution verifies the existence of a receipt for each payment, indicates where to add it, and identifies compatible cash registers.

Various refund scenarios are supported. In a full refund, the customer returns the entire order, the system refunds the funds, and cancels the order. In a partial refund within an order, the returned items are removed from the order, money for them is refunded, and the order remains active. A partial refund with order recreation is used when the original order cannot be modified, for example if a receipt has already been issued for it. In this case, the customer receives a full refund of the payment, the original order is cancelled, and a new order is created for the remaining items, which the customer pays for again.

The refund type is selected by the manager for each specific operation.

The system protects against errors: the refund amount cannot exceed the purchase amount. The module accounts for existing refunds on the same order, preventing double payment for the same item. Operations are executed in a safe sequence: funds are not refunded for items that could not be removed from the order, and the order is cancelled only after the refund process is completed.

If an order is modified after a return request is submitted, the module does not automatically remove extra items or refund more than the paid amount. Instead, it alerts the manager to perform manual corrections.

Rules and Notifications

The module allows flexible configuration of return conditions, including setting time limits from the order date, defining allowed order statuses, requiring payment confirmation, and prohibiting multiple returns for a single order.

Attachment Restrictions

Administrators can define allowed file extensions, maximum file size, and limits on the number of uploaded files.

Email Notifications

The system sends emails to both the manager and the customer regarding the creation of a return, status changes, and completion. Email templates can be edited using standard settings. The sender address can be specified, and blind copies can be added, for example, for the accounting department.

Analytics and Statistics

The dashboard displays the total count and sum of returns, the number of completed and active requests, and the average processing time.

Data is broken down by status, return type, and refund method, and shows the percentage of orders with returns.

The report highlights the most frequently returned products.

Filtering is available by period, site (in multi-site configurations), and currency.

Technical Requirements

1C-Bitrix: Editions with the "Online Store" (sale) module installed.

PHP: Version 8.1 and above.

Database: MySQL.

Documentation and Support

The module includes documentation for store managers and administrators. It is accessible in the admin panel via the path: Store section, Returns subsection, Documentation page.

Specialists are ready to assist with module configuration to address your tasks, including during the trial period. Free consultation and setup are limited to two hours per project.

General iT can connect “Order refund”, install and configure the module, and make sure the integration works correctly.